Customer Care Associate

1 week ago

Thomasville, Georgia, United States Cleaver-Brooks Full time

Customer Service Representative

Job Category: Customer Service Requisition Number: CUSTO02568

Job Details

Overview:

The Customer Service Representative is tasked with delivering prompt, precise, and timely assistance to clients and addressing their concerns that arise within the typical operational framework of Cleaver-Brooks.

Key Responsibilities:

The individual in this role will:

  • Assist both internal and external clients by providing solutions to inquiries regarding accounts, shipping statuses, material orders, technical applications, and problem resolution.
  • Quickly address customer complaints through various communication channels including phone and email.
  • Offer insights to clients concerning orders, quotes, service timelines, and general technical support.
  • Act as a bridge between clients, field sales personnel, and internal Cleaver-Brooks teams.
  • Direct customers to the appropriate internal resources as necessary.
  • Establish and nurture strong relationships with clients.
  • Maintain accurate records of customer inquiries, returns, complaints, and errors to ensure effective follow-up.
  • Foster positive professional relationships with all functional teams within Cleaver-Brooks and its operational facilities.
  • Represent the core values and principles of Cleaver-Brooks in all interactions with clients and field personnel.
  • Utilize intellect, creativity, adaptability, judgment, and management skills to achieve desired outcomes.
  • Ensure that tasks and company projects are executed efficiently and cost-effectively.
  • Support colleagues and management with both internal and external projects.
  • Adhere to company policies and procedures.
  • Perform other duties as assigned.

Qualifications:

Education:

An Associate's degree in a Business or technically oriented field is required; a Bachelor's degree is preferred.

Experience:

A minimum of two years of relevant experience in Customer Service or Call Center roles is required. Five years of related experience may be considered in lieu of educational qualifications.

Physical Requirements:

This position involves simple, rapid hand operations and basic muscular movements.

Working Environment:

Normal office, shop, or field conditions with occasional minor discomforts.

Benefits:

Cleaver-Brooks offers a competitive salary and a comprehensive benefits package, which includes medical, dental, vision, flexible spending accounts, wellness benefits, life insurance, short-term and long-term disability, a cash matching 401(k) plan, generous vacation time, and 11 paid holidays.

About Cleaver-Brooks:

Cleaver-Brooks is a leader in providing fully integrated boiler and burner systems. Our unmatched distribution network allows us to deliver essential knowledge, service, training, and support for long-term performance. Our customers recognize us as the only equipment provider that manufactures boilers, burners, controls, and a complete range of ancillary and aftermarket products. Our unique single-source capability enables us to provide fully integrated boiler room solutions that reduce overall costs and optimize space. We focus on delivering the most efficient, reliable, safe, and environmentally sustainable solutions, setting us apart in the marketplace. Cleaver-Brooks continues an 80+ year legacy of providing exceptional products designed to deliver outstanding performance through commitment.

Skills:

Preferred:

  • Complex Problem Solving: Novice
  • Oral/Written Communication: Novice
  • Active Listening: Advanced

Equal Opportunity Employer:

Cleaver-Brooks is an Equal Opportunity Employer and values diversity in the workplace. We do not discriminate against employees or applicants based on their inquiries about, discussions of, or disclosures regarding pay.

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